Description and Requirements

The Sr Technical Support Analyst (TSA) provides technical support for BMC products and related software products. The BMC Sr TSA will be the primary interface between BMC and our customers, and will interact with BMC Customer Engineering teams to ensure all problems are resolved with the highest levels of customer satisfaction through quick and thorough remediation of customer issues.

Responsibilities:

• Manage, troubleshoot, and respond to customer issues on BMC product and Integration issues, ensuring appropriate resolution time 

• Responding to and resolving all customer enquiries (via phone, e-mail, web) 

• Identifying and reporting functional defects to higher levels of Support and R&D

• Maintaining high level of customer satisfaction 

• Properly documenting all customer interactions and troubleshooting actions into the BMC issue management systems 

• Escalating service requests and issues appropriately in a timely fashion 

• Exercise independent thought within defined procedures and practices 

• Manage priorities and act on factors that create priorities 

• Work collaboratively with other BMC product teams

• Capture and share knowledge

• Willingness to participate in on-call support during evenings and weekends.

Required Skill / Competencies:

• Customer-service oriented.

• Communication skills (verbal & written) and customer handling skills

• Proven problem solving and analytical ability.

• Excellent organizational/time management skills.

• Ability to handle multiple tasks concurrently.

• Analytical and problem-solving abilities 

• Ability to learn and effectively utilize Customer Support tools/resources 

• Inquisitiveness to learn new products and ideas 

• BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications 

• z/OS knowledge a plus

• z/OS Storage Management concepts a plus 

#-LI-Remote

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.